iPad App Logs Out

[clementfamily]

I am constantly having to log back into my Ignite TV App. I am using the same iPad and in the same location, however 2-3 times a week when I open my iPad, I find myself logged out of the App. How can I just stay logged on?

***Edited Labels***

[sdubyk]

I am having exactly the same problem. It started recently and has not happened before.

[RogersJermaine]

Hi @clementfamily & @sdubyk,

Thank you both for sharing your most recent experiences with the Ignite TV app on your iPad devices.

Can you confirm which app version you have currently installed on your iPads? Please try uninstalling the app and reinstalling it, test it out, and let us know if the issue persists.

Regards

RogersJermaine

[sdubyk]

I have just done that. I will let you know if it works.

[sdubyk]

It absolutely does not work to reinstall the app. I now have to sign in several times a day. Today, I am up to 4 times.

[sdubyk]

It’s the ignite tv app for the iPad.

[RogersYasmine]

Greetings @sdubyk ,

Just to clarify, were you previously able to remain signed in, regardless of how many days have passed between uses? How many devices are connected to this app simultaneously both in home and outside of home? Finally, do you have the latest software updated on your iPad?

Thanks so much,

RogersYasmine

[mcdonjo]

Hi @RogersYasmine 
I will just add my own experience to this thread, which is the same as the others. Using the Ignite TV app on my iPad, I find that I must log in every time I open the app. I was just watching a recording on the app and paused it while taking a phone call---during that time (while the image was paused on my screen)--I got logged out of the app and the paused image was replaced by the "Stream your heart out" login screen.

This only just started happening in the past couple of weeks--previously I could stay logged in on my app for days or weeks...the need to login in would be infrequent, and usually after not using the app for some time.

[RogersCorey]

Thank you for your observations @mcdonjo.

Has anyone noticed if this issue also occurs on an iPhone as well or does it seem like it's isolated to the iPad?

Regards,

RogersCorey

[KimInNB]

I will just add that I have the same issue since early March 2024. Using version 7.13.0 and when it logs me back in anything that I had downloaded is deleted.  Which is not convenient when you’re boarding an aircraft.  I would be the only device logged in either at home or on a tablet. 

[sdubyk]

This started in March. There were absolutely no problems before. I have all the updates to the app.

[sdubyk]

That happens to me as well when I just pause to check email. And it does stop in the middle of playing something to have you sign in. It’s really annoying.

[57]

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@KimInNB wrote:

I will just add that I have the same issue since early March 2024. Using version 7.13.0 and when it logs me back in anything that I had downloaded is deleted.  Which is not convenient when you’re boarding an aircraft. 

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I just wanted to let you know that this doesn't affect everyone. I have an iPad air 2020 (4th) and I never need to sign in again and I've never been logged out of this app.  I've never lost any downloaded programming.  I'm also on 7.13.0.  I use it almost daily to check on my recordings, but rarely watch anything on the iPad, preferring to watch on my TV.

However, I noticed I'm still on 17.3.1 OS.  Perhaps 17.4 is the issue?  (March 5 - however, early posts in this thread preceded March 5)  Have you updated to 17.4.1 as this may have removed some bugs (March 21)

https://en.wikipedia.org/wiki/IPadOS_17#Release_history

I don't know whether to update the OS now....  I don't automatically update the OS in case there are issues that come out on the Internet.  I usually wait a week or two on my iPad and iPhone.

Also, have you checked your storage to ensure you're not running out of memory. 

I do get logged out of the MyRogers app once or twice a month, but it's very easy to sign back in.

[mcdonjo]

@57 My iPad is an older iPad Air that still gets iOS updates but I'm on a different iOS stream. I have iPadOS 15.8.2. My version of Ignite TV is 7.13.0.662. Storage is not an issue for me--it's a 128Gb iPad with only 47Gb in use.

Depending on what I am doing, I might be watching recordings on my iPad or my Pixel 8 Pro or my TV. It's only the iPad that logs me out so frequently (and, as others have noted, this only began recently).

[57]

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@57 wrote: I have an iPad air 2020 (4th) and I never need to sign in again and I've never been logged out of this app.  I've never lost any downloaded programming. However, I noticed I'm still on 17.3.1 OS.  Perhaps 17.4 is the issue?  (March 5 - however, early posts in this thread preceded March 5)  Have you updated to 17.4.1 as this may have removed some bugs (March 21)

Are people still having this problem?  FYI, I upgraded my iOS and I'm not getting logged out, nor do I need to re-sign in...

[KimInNB]

Still having the same issues. This morning I doenloaded 4 shows. I opened the app at 7pm and it had logged me out and deleted the downloads. Its only happening on ipad 10 17.4.1 with 20GB of storage available. Not happening on iphone 14 pro max 17.4.1.
So…. Is anyone working on this? Or is Roger’s just happily ignoring us?

[RogersJermaine]

Hi @KimInNB,

Thank you for the update on the conversation that is going on here. That is strange that you are experiencing this issue still on your iPad device, but on your iPhone, it is working as normal. I was able to test this on my iPad, and I did not have any issues with my downloads not being there after signing back in. Can you ensure that your iPad is up to date as well as the Ignite TV app? You can try uninstalling the app once more and reinstalling it again, as well as completing a reboot of the iPad device.

If the issue persists, could you let us know some more details about the following?

• Are you receiving any error messages while using the app on your iPad?
• Are there any other features that you have noticed that are not working besides the missing downloads? 
• Are you able to watch the downloaded shows right after you download them?

Thank you,

Rogersjermaine 

[KimInNB]

The iPad is not even 3 months old. It is running iOS 17.5.
I have deleted (not removed from Home Screen but actually deleted with all data) Ignite at least 5 times and still the same issues continue.
It gives me no error messages other than Ignite seems to log me out whenever it wishes and requires me to log back in. It does delete anything and everything I had downloaded prior to being logged out - it has done that from the beginning of time when I started using it but I just never had to log back in unless I wanted to log out.
This is the one issue with Ignite. It also logs me out intermittently whether I am using the app or not. I can be watching a show I have downloaded and put the iPad down for 3 minutes and when I come back I need to log in again. Sometimes. Or always. Also if I’m streaming it sometimes just kicks me out and requires that I sign back in. And of course it doesn’t remember what I was watching in the recordings I have on my box at home or where I was in the show.
If I download something and try to watch it right away sometimes it lets me, sometimes I get kicked out partway through, sometimes it kicks me out immediately. There is no rhyme or reason.
I can be home using my own Rogers Ignite Wifi, I can be in a hotel connected to wifi OR using data, I can be at a friend’s home using their wifi. It does what it wants when it wants and nothing makes sense. I’ve even tried downloading and then going into airplane mode and sometimes that works and sometimes it doesn’t.
I don’t want to spend time downloading, assuming I have something to watch when I won’t have data, just for Ignite to laugh at me once again.

[RogersYasmine]

Hello @KimInNB ,

I agree that the behaviour you are experiencing with the app is very unusual and not something we come across often. 🤔

I just want to summarize that you've checked all of the following before we proceed:

1. App is up to date (no updates waiting to be installed). The best way to ensure this is to completely remove the app and download it again from scratch.

2. You have the latest software on your iPad.

3. Rebooting your iPad does not help.

4. Your device battery is fully charged when the issue is happening (as opposed to being drained/low power).

I'm also curious to know if you've tried accessing the app on a different device to see if the same issues are happening, and if downloaded content still disappears?  Are you experiencing being booted out of any other Rogers or third party apps?

You may also want to reach out to Apple Support to see if they have any ideas or are aware of such an issue occurring. As a last resort, you may want to try backing up all of your data and do a full reset and restore of the iPad.

Thanks,

RogersYasmine

[KimInNB]

1. App is up to date (no updates waiting to be installed). The best way to ensure this is to completely remove the app and download it again from scratch. YES I HAVE DONE THIS SEVERAL TIMES.
2. You have the latest software on your iPad. YES I have checked and updated to the latest version.
3. Rebooting your iPad does not help. HAVE DONE THAT SEVERAM TIMES
4. Your device battery is fully charged when the issue is happening (as opposed to being drained/low power). HAPPENS FULLY CHARGED, at half charge or while charging.

If this is in response to an Apple update then Rogers really needs to correct their own app to fix their subscribers’ issues. As you can see from this thread there are a lot of us having this issue and there has been no valuable response from Rogers. I will not be restarting and logging into my app constantly to please Rogers that I am a trained monkey and will do as they wish. I am a customer and want a fix now.

[RogersJermaine]

Hi @KimInNB,

Thank you for your patience and the additional information regarding the issue you are experiencing with the app. We would need to escalate this further to have this investigated to why it is occurring. If you can please feel free to reach out to us at by sending a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards,

RogersJermaine